Jenocks LTD Complaints Handling Procedure

 

In a world where mistakes can happen and lessons can be learned, we are ever more committed to resolving your complaints that may arise.

 

We want to resolve your complaints as soon as possible. Please raise any complaints with your dedicated Jenocks LTD contact or email Jenocks@outlook.com with your business name, account number or MPRN or MPAN, details of the problem and any suggestions of how it can be put right. 

 

If we are unable to resolve your complaint immediately, we will provide you with a reasonable timescale. If the complaint gets resolved, we will confirm this using the most appropriate form of communication.

 

If the response you receive isn’t satisfactory, or you’re not happy with how your complaint has been dealt with, you may wish to discuss this with the Director of Jenocks LTD who can be contacted via email Jenocks@outlook.com

 

Following failed attempts on reaching a solution that you are happy with, we will notify you using the most appropriate form of communication, advising our final position with regards to the complaint.

After eight weeks from the date of the original complaint, or if we have notified you our final position, and you qualify as a Micro Business, you can contact the Ombudsman Services for energy. They will provide free impartial advice and resolve disputes where a final agreement cannot be reached between the customer and the energy supplier/consultant. 

Your business will be identified as a Micro Business if it meets any one of the following conditions: 

  • Your business uses less than 100,000 kWh of electricity a year: or 
  • Your business uses less than 293,000 kWh of gas a year or 
  • Your business has fewer than 10 employees (or their full-time equivalent) and its annual turnover or yearly balance sheet total is not more than €2 million

You’re a Small Business Consumer if it meets any one of the following conditions:

  • You employ fewer than 50 employees (or their full time equivalent) and have an annual turnover no greater than £6.5 million 
  • Your balance sheet total is no greater than £5.0 million; 
  • Your business uses no more than 500,000 kWh of electricity per year; 
  • Your business uses no more than 500,000 kWh of gas per year